You don’t have to be a captain of industry to be familiar with the
phrase “The customer is always right.” Ever since pioneering retailers
like Marshall Field, John Wannamaker, and Harry Gordon Selfridge helped
establish customer satisfaction as the number-one business ideal,
organizations around the world have been focusing on the customer
But while customers are certainly the lifeblood of business, they
aren’t the only factors driving success. Consider your employees.
Your employees keep your business running, powering day-to-day
operations and acting as the face of your brand. They produce your
products, provide your services, fulfill vital customer-service and
customer-support roles, and are valuable sources of insight. As such,
many businesses are beginning to recognize employee experience as a
powerful indicator of future success.
But what is employee experience, and how can a clearer focus on employees benefit your business?